Author/Authors
SELİM, Hasan Dokuz Eylül Üniversitesi - Mühendislik Fakültesi - Endüstri Mühendisliği Bölümü, Turkey , SELİM, Sibel Celal Bayar Üniversitesi - İktisadi ve İdari Bilimler Fakültesi - İktisat Bölümü, Turkey , EROĞLU, Selen Dokuz Eylül Üniversitesi - Mühendislik Fakültesi - Endüstri Mühendisliği Bölümü, Turkey
Title Of Article
ANALYSIS OF THE DETERMINANTS OF CUSTOMER SATISFACTION IN AN INTERNATIONAL MANUFACTURING FIRM
شماره ركورد
16452
Abstract
Today, applying an effective customer relationship management, which is one of the key processes of supply chain management, becomes a must to provide a sustainable competitive advantage. Customer relationship management is a customer-focused strategy, and it is based on collection, assessment and use of customer data. Under the implementation of customer relationship management in an international firm in food sector, factors that affect satisfaction levels of retailers and distributors, which take place in the supply chain, are investigated in this study. The results of the analysis, which are carried out by using factor analysis method and ordered probit model, shed light on the customer-related strategies and decisions of the firm by revealing the factors that affect customers’ satisfaction levels as well as the level of importance of these factors.
From Page
561
NaturalLanguageKeyword
Supply chain management , customer satisfaction , factor analysis , ordered probit model
JournalTitle
Journal Of The Faculty Of Engineering and Architecture Of Gazi University
To Page
573
JournalTitle
Journal Of The Faculty Of Engineering and Architecture Of Gazi University
Link To Document